CRM Customer Service Solutions for Consumer-Focused Companies
Too many "CRM solutions" are actually just CM software that manages contacts, interactions and costs. Most CRM software doesn't deliver the day-to-day capabilities necessary to build customer relationships.
We're the exception. We take the "R" in CRM seriously. Relationship-building components distinguish our custom relationship management, social relationship management (SRM), knowledge management, and communication solutions.
Our innovative CRM solutions offer the depth and breadth of capabilities needed to build lasting customer relationships. For more information on Customer Relationship Management solutions that deliver exceptional service across all channels while allowing for more responsive customer feedback, please download our CRM Solutions Guide.
Around the world, leading companies rely on Astute Solutions' CRM customer service software to:
- Surprise and delight customers through high-touch, personalized interaction experiences
- Address issues quickly and thoroughly
- Enable customers to help themselves—without compromising their experience—through effective self-service tools
- Enable seamless interaction experiences
- Deliver unexpected value during and after customer interactions
- Proactively respond to customers' wants and needs
- Gain a unique level of insight into customers' perceptions, needs and feelings
Overview
The Challenge
The shortcomings of many CRM solutions include:
- Inability to support high-volume, dynamic consumer interactions. Many CRM solutions were designed to handle business-to-business interactions with little variability in issue types, terminology, or emotions from one interaction to the next. They do not have the agility to handle the "unknowns" of the B2C world.
- Fragmented views of customers' interactions and histories. Email, phone, and chat interaction data is often maintained in silos. This makes it difficult for agents to understand and address customers' needs, personalize the experience, or resolve issues effectively.
- Inability to access, leverage, or deliver the right information for responding to customer needs, which leads to inconsistent responses, poor issue resolution, slow handling times, and high levels of frustration.
- Inconsistent and inaccurate information across contact center and online customer service channels. The contact center knowledge base is often siloed—separate from the website and other sources of knowledge. Agents struggle to find answers in a timely manner, often delivering incorrect or outdated information.
- Overwhelmed agents cannot focus on customers’ emotional needs or service quality as they are struggling to support large numbers of rapidly-changing products through a system that doesn’t adapt to the natural "flow" of an interaction.
- Piecemeal technologies that are not integrated or synchronized, leading to confusion, ill will and lost opportunities.
- Failing to address the emotional aspect of the interaction, because many of the leading tools and technologies are focused primarily on improving interaction efficiency and productivity. To create advocates, customers' pains/concerns must be addressed in a timely manner. They must feel engaged and delighted.
- Insufficient reporting. Managers need relevant, timely and actionable data to effectively respond to customer issues and feedback. But too often, the data they capture is unstructured and disorganized. They cannot glean any real insights. And stakeholders receive the reports days or weeks after problems have already occurred, limiting their ability to fix and address issues in a timely manner.
CRM solutions for the Unique Needs of Business-to-Consumer (B2C) Companies
At Astute Solutions, we understand and address the unique needs and challenges of consumer-focused companies. We have spent nearly 15 years perfecting CRM solutions for building, managing, and enhancing relationships through one-to-one, B2C interactions.
Relationship-building components distinguish our CRM, knowledge management, and communications solutions by performance and impact. They offer the depth and breadth of capabilities you need to interact with customers and consumers in new ways, while differentiating through service excellence across all channels. They adapt to the distinct needs of your company and those of your customers.
With our CRM software, you gain a comprehensive view of your customers to understand their immediate needs. You quickly resolve issues and can enhance the customer experience at the time it matters most. Through high-quality, personalized service and positive experiences, you strengthen customer relationships and build loyalty. Their positive word-of-mouth reaches friends, families and online networks and communities.
Our CRM solutions excel in providing you powerful and actionable insights that assist you in delivering products and services that truly meet the changing tastes, lifestyles and expectations of your customers. You gain sustainable competitive advantages across the enterprise.
Capabilities
With our CRM solutions, you will:
Our CRM solutions provide a complete, unified view of customers' interactions and histories to help agents personalize the experience from the moment the customer contacts your company.
ePowerCenter CRM software pre-populates customer information based on phone number or email address. It presents agents with a comprehensive view of the customer's interaction history across all channels. This enables your agent to recognize and understand the customer right away.
The interaction begins with a quick verification of their information and acknowledgement of their relationship with the company, and immediately progresses to their issues and needs. Customers like the confirmation that they are remembered and appreciated.
ePowerCenter CRM software also accommodates capturing and leveraging "special" information like birthdays, favorite items, and more. These details always surprise and delight your customers when mentioned.
ePowerCenter CRM software enables agents to drive home a quality experience with a personalized follow-up letter or email. It equips representatives with pre-approved responses and templates, while enabling them to incorporate personal details that make the customer feel special.
Through a single, easy-to-use interface and fingertip access to all existing information, documentation and materials; your contact center agents are empowered to conduct knowledgeable and productive conversations. They are proactively guided to issue resolution.
Interactions can be routed based on information gathered from IVR or self-service interactions, or even the customer's IVR menu choices—providing the agent valuable information to quickly address the issue.
With our CRM solutions, your agents have a single interface through which they can rapidly access data from key information sources within and outside of the enterprise. At their fingertips, they have the precise information needed to answer customer questions, resolve complex issues, and deliver high quality, relevant information via email, phone, and chat.
As a result, your agents focus exclusively on resolving issues and enhancing customer satisfaction—not on searching for information. Your organization reduces costs through faster handling time, improved first contact resolution, and more.
Our intelligent Web self-service solution, RealDialog Self-Service, quickly delivers clear, accurate and specific answers to customer questions, rather than requiring them to sift through long lists of possible search and FAQ results.
When appropriate, it engages customers in a "conversation" to better understand their needs—much like an online conversation with a knowledgeable, highly-skilled "live" agent.
RealDialog Self-Service incorporates and leverages customer specific data (loyalty card information, purchase history and more) into its responses for an unmatched level of personalized service.
Our integrated voice response (IVR) solution integrates with customer interaction and loyalty databases to ensure inquiries are routed and handled appropriately.
With our CRM solutions, agents and self-service work together—seamlessly—to ensure consistent and accurate information delivery and superior experiences across all channels.
When a consumer chooses to move from the IVR system to an agent, their preferences and activities go with them. Before the transfer is complete, the agent is empowered with the customer's information. They open the call focused on the issue at hand—not on collecting information they should already have.
When a consumer is able to address their first few questions on the company's website, but is unable to resolve their other questions, they can initiate a live chat or reach the contact center via email or phone. RealDialog Self-Service passes a transcript of the Web interaction to the agent, providing them insight into what the consumer already knows, and what question(s) must be addressed.
The agent simply picks up where the self-service interaction left off, eliminating redundancy and saving time for the consumer and the agent.
With our CRM solutions, agents are not bogged down with capturing, processing and accessing information during the interaction. Our CRM software gives them instant access to helpful, contextual information such as scripted answers, graphic images, and full multimedia files that enable them to maintain a constant focus on the customer. This enables rich and compelling interactions.
Agents are empowered to minimize a customer's pain through checks and coupons. This expedites recovery efforts and builds emotional equity with customers at a relatively low cost. It also helps to generate positive word-of-mouth.
With our CRM solutions, customers' pains and concerns are addressed in a timely manner through an emotionally intelligent interaction that "surprises and delights."
Our CRM software gives you the capability to collect and analyze real-time insights from customer interactions, so you can distribute actionable data across the enterprise. This enhances your company's awareness of customer needs, wants and critical issues. You proactively build value into your products, services and processes, stay in front of customer expectations, and enhance satisfaction by delivering what they want and need.
You can also proactively broadcast communications to consumers through ePowerCenter. Reach large or very specific customer groups to reinforce their value to the company. When proactively contacted about an issue that is important to them, they feel highly appreciated.
With the insights that are gathered and communicated through our CRM solutions, you can identify and quickly address specific problems, spot trends, ward-off liabilities, and take advantage of emerging opportunities long before the competition. You can take fast, clear and specific actions to run the business better, gain competitive advantages, and drive growth.
Our CRM software allows decision makers to quickly identify problems, knowledge gaps and areas of opportunity. For example, they can identify the number of product inquiries over a specific period and compare this against marketing activities.
They can even drill down to the original questions and transcripts to gain extensive insight into customer interaction patterns, perceptions, needs, and feelings. This capability has revealed critical insights such as:
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Additionally, RealDialog's interaction transcripts provide the direct, unbiased, and detailed information that product and marketing managers need to successfully develop, launch and promote targeted new offerings.
Benefits
Our CRM Solutions bring numerous benefits, including:
- Increasing customer satisfaction by empowering agents and equipping self-service channels to deliver high-quality service
- Creating customer advocates by resolving issues quickly and exceeding expectations
- Driving revenue through loyalty building service—customers visit more frequently and make higher-value purchases
- Generating positive word-of-mouth/word-of-mouse, increase referrals and acquire new customers through exceptional service interactions
- Attracting new customers and increasing market share as a result of improvements in products, services, and pricing, initiated by customer feedback
- Identifying, containing and resolving problems, issues, and potential crises
- Preventing future problems and reducing liability by identifying and addressing problems early
- Improving marketing and sales efforts at a lower cost by leveraging feedback to optimize products/offerings and understand what loyal customers value most
Next steps:
Download a brief overview of our ePowerCenter solution
Download our success story: Scotts Miracle-Gro—Fire Ants Ignite Sales at Scotts Miracle-Gro
Download our case study: British Airways Global Customer Relations Program Takes Off with Astute Solutions' ePowerCenter
Download the Aberdeen Group benchmark report: The Intelligent Contact Center: Increasing Multi-Channel Visibility
